Terms and Conditions

Thank you for choosing to book with us. We’re really looking forward to welcoming you. On making a booking you are confirming that you are authorised to do so, on behalf of all persons named in the booking, and are acknowledging that all members of your party agree to be bound by our Booking Terms & Conditions.  After you’ve made your booking, you’ll receive an email confirmation using the email address you supplied.  Booking confirmations are subject to room availability. Please check carefully the exact details of your reservation as soon as you receive your confirmation.  Please contact us immediately if any of the details are incorrect or incomplete.  We will always do our best to rectify any inaccuracies and accommodate any changes if you contact us within 24 hours of booking. However, we cannot accept liability for any inaccuracies if they are not brought to our attention within 24 hours.  Nor can we accept responsibility for inaccurate information supplied.

Our price includes your accommodation and may also include breakfast – please check the specifics on the booking confirmation. We always strive to offer the best price possible, but we do reserve the right to increase or decrease the price of unsold rooms at any time.  The price of your stay will be confirmed when your booking is made.  We will not increase this price once it has been confirmed unless the information or dates you have supplied are wrong and you wish to change your reservation.  We reserve the right to correct any errors in our advertised rates in the case of an error.   However, we will notify you of any price discrepancies relating to your booking should they arise.  We do we advise you to check the final price of your booking before paying the deposit and confirming your stay. The only exception will be alterations in the Government rates of taxation or VAT, for which we reserve the right to alter pricing to take account of any variation.

Paying for your Booking

Full credit or debit card details are required when making a reservation.  A £50 deposit per room booking will be taken, and your card will also be verified at the time of booking for the remaining amount of your stay.  Please see our cancellation policy for any charges that may be taken in the event of a cancellation.

Occasionally we may require full payment, which is non-refundable, at the time of booking.  In this instance you will be advised during the booking process.  Full payment is usually required for our special offers and Bank Holidays.  We accept the following forms of payment: cash, debit and credit cards (not American Express or Diners Club), regrettably we no longer accept cheques.

We allow well behaved house dogs (maximum of two per room) in our Ground Floor rooms, and only by prior arrangement.  There is a nominal nightly charge (see Prices on the website). We ask that the dogs do not climb on any furniture as this will incur a deep cleaning extra charge of £100.  Sorry to be strict, but we have had problems before.

Cancellation (and Insurance)

Once you have booked your stay, our agreement is a legal contract and your stay is accepted under our cancellation policy which is:

  • Any deposit you have paid is non-refundable.

To this policy we add.

  • If you need to cancel please contact us immediately: we will do everything we can to re-let the accommodation, if we are successful then we make no further charge and may refund part/all (less fees) of your deposit.  If we are unsuccessful the charge for the first night of your stay becomes payable.
  • Failing to take up your booking without cancelling renders you liable for the total amount of your stay. If your booking is cancelled within 24 hours of arrival the full charge becomes due.
  • Having to terminate your reserved stay early renders you liable for the balance of any monies due for your complete visit.
  • Special Terms and Conditions apply to multiple room bookings and extended stays, please ask.

For the reasons above you may wish to take out holiday cancellation insurance, which is inexpensive and can be obtained from any good broker: please search on the internet for suitable choices.

We would only ever cancel your booking if your accommodation became unavailable for reasons beyond our control. We would always attempt to offer you alternative accommodation, however if this was not possible, or unacceptable to you, then we would refund ALL monies paid by you. Our liability would not extend beyond this refund.

Your accommodation will be available from 4.00 p.m. on the day of arrival. If you arrive in Helmsley prior to 4.00 p.m. and our front door is closed, please do use the car park to the rear of the Carlton Lodge. Entry will be available from 4.00pm.  Please let us know if you plan to arrive after 7.00 p.m. as occasionally we have to go out!

Our checkout time is 10.30 a.m. on the day of your departure, and your account becomes due for payment on departure unless otherwise agreed in writing.

Damages and Breakages
Please take care with our accommodation. You are responsible and liable for any losses, breakages or damage, which you cause, to the accommodation or its contents including lost keys, lock changes etc. Please report these as soon as they occur. We do not normally charge for minor breakages, but we may send you an invoice for repair or making good if the damage or breakage is significant.

We do not accept any liability for any damage, loss or injury to any member of your party or any vehicles or possessions, unless proven to be caused by a negligent act by ourselves or our employees or contractors whilst acting in the course of employment.

Carlton Lodge and its grounds are a totally non-smoking establishment. We make a charge of one night’s accommodation for any room where smoking has occurred during a guest stay. Smoking in guest accommodation establishments is now recorded as a criminal offence which we are obliged by our insurance company to report to the Police.

Takeaway Meals
We regret we cannot allow ‘takeaway/pizza meals’ in the rooms at Carlton Lodge: this is as much about Health & Safety, as it is the aroma and spillage.

Group Bookings
We welcome groups so please contact us directly to discuss, as we may be able (subject to availability) to offer a discount for multi-room booking.

Any data gathered during the course of this booking may be held on a computer.

We look forward to welcoming you to the best B&B in Helmsley: Carlton Lodge.